Support Engineer

hace 2 meses

Juárez CDMX, México Thomson Reuters A tiempo completo

**Support Engineer**

Are you passionate about the chance to bring your experience to a world-class company that is market-leading for both content and technology? If yes, we are looking for you

**About the Role**

In this opportunity as a Support Engineer, you will be responsible to:

- Diagnose and troubleshoot basic technical issues, guiding customers through step-by-step solutions.
- Escalate unresolved issues to the appropriate internal teams (L2/L3 Support) with detailed documentation.
- Maintain a detailed report of interactions, problems, and solutions in ServiceNow.
- Assist in the creation and maintenance of knowledge base articles and FAQs.
- Collaborate with team members to improve customer support processes and overall service quality.
- Adhere to established service level agreements (SLAs) and performance metrics.
- Participate in training sessions to stay updated on new products, technologies, and support best practices.

**About You**

You’re a fit for the role if your background includes:

- Proven experience as a support engineer or in a customer service role.
- Familiarity with cloud computing., experience with network and database troubleshooting.
- Excellent communication skills, both written and verbal.
- Strong problem-solving skills and the ability to think analytically.
- Ability to work independently and as part of a team.
- Strong organizational skills and the ability to manage multiple tasks simultaneously.
- Customer-oriented and patient demeanor.

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**What's in it For You?**

You will join our inclusive culture of world-class talent, where we are committed to your personal and professional growth through:

- ** Hybrid Work Model**: We’ve adopted a flexible hybrid working environment (2-3 days a week in the office depending on the role) for our office-based roles while delivering a seamless experience that is digitally and physically connected
- ** Wellbeing**:Comprehensive benefit plans; flexible and supportive benefits for work-life balance: flexible vacation, two company-wide Mental Health Days Off; work from another location for up to a total of 8 weeks in a year, 4 of those weeks can be out of the country and the remaining in the country, Headspace app subscription; retirement, and employee incentive programs; resources for mental, physical, and financial wellbeing.
- ** Culture**: Globally recognized and award-winning reputation for equality, diversity and inclusion, flexibility, work-life balance, and more.
- ** Learning & Development**: LinkedIn Learning access; internal Talent Marketplace with opportunities to work on projects cross-company; Ten Thousand Coffees Thomson Reuters café networking.
- ** Social Impact**: Ten employee-driven Business Resource Groups; two paid volunteer days annually; Environmental, Social, and Governance (ESG) initiatives for local and global impact.
- ** Purpose-Driven Work**: We have a superpower that we’ve never talked about with as much pride as we should - we are one of the only companies on the planet that helps its customers pursue justice, truth, and transparency. Together, with the professionals and institutions we serve, we help uphold the rule of law, turn the wheels of commerce, catch bad actors, report the facts, and provide trusted, unbiased information to people all over the world.

Do you want to be part of a team helping re-invent the way knowledge professionals work? How about a team that works every day to create a more transparent, just and inclusive future? At Thomson Reuters, we’ve been doing just that for almost 160 years. Our industry-leading products and services include highly specialized information-enabled software and tools for legal, tax, accounting and compliance professionals combined with the world’s most global news services - Reuters. We help these professionals do their jobs better, creating more time for them to focus on the things that matter most: advising, advocating, negotiating, governing and informing.

We are powered by the talents of 26,000 employees across more than 70 countries, where everyone has a chance to contribute and grow professionally in flexible work environments that celebrate diversity and inclusion. At a time when objectivity, accuracy, fairness and transparency are under attack, we consider it our duty to pursue them. Sound exciting? Join us and help shape the industries that move society forward.

**Accessibility**

As a global business, we rely on diversity of culture and thought to deliver on our goals. To ensure we can do that, we seek talented, qualified employees in all our operations around the world regardless of race, color, sex/gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under applicable law. Thomson Reuters is proud to be an Equal Employment Opportunity/Affirmative Action Employer providin

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